Reuse and timing

Use Redirect to flow for steps shared by several flows. Use Inactivity to continue after the customer has been silent.

Reuse a flow

Create a separate flow for a repeated task such as order lookup, returns, or lead collection. Then use Redirect to flow wherever that task is needed.

Main flow
  → User intent
      track order → Redirect to flow → Order Lookup
      return      → Redirect to flow → Returns

The target flow takes control. It does not automatically return to the previous flow. Add another redirect if the conversation needs to go back.

Use clear names and make each reusable flow work without depending on hidden steps from the previous flow.

Handle inactivity

Add Inactivity after an action that waits for the customer. Configure:

• A wait time from 5 seconds to 10 minutes
• Whether it runs once or after every quiet period
• Whether a new customer message restarts the timer

Example:

Capture user (email)
  → Inactivity (2 minutes)
      → Send message ("No rush. Reply when you're ready.")
      → Inactivity (10 minutes)
          → Resolved

Reset the timer when the customer replies unless you need a fixed deadline. Avoid repeated reminders that may feel like spam.

→ Add rich messages